50CXTips6b_65

CX Tip #43: Randomly Call Out to B2B Clients
(Customer Connectedness)

The law firm Becker and Poliakoff staffs a dedicated client care department and uses those same specially trained employees to proactively contact 2,500 randomly selected clients each year. This continuous feedback process gathers input on the attorney and other service providers involved with the account, along with an open dialogue on how the firm’s professionals are serving them and what the firm could be doing better. Surveys are timed to occur in advance of annual client renewal periods and feedback is provided to both the client relationship manager and practice group leader. These outbound calls have also resulted in the client care team more proactively addressing both minor and major issues. Click for more info

See full list of CX Tips

Leave a Reply